Frequently Asked Questions

General

What browsers do you support?

As at August 2017, the latest browser versions supported are:
Google Chrome 61
Mozilla Firefox 55
Safari 10
Microsoft Edge 15
Internet Explorer 11
*To ensure a better user experience, we highly recommend that your browser settings are updated frequently.

How do I log onto the Multiply Online Shop?

There are now two ways to get to the shop:
Go directly to www.multiplyonlineshop.co.za and login
Or
Go to http://www.multiply.co.za then navigate to the Multiply tab and click on the Online Shop tab.

Why can I not login?

You must be a registered user. You must have a valid username and password.
Please contact our Multiply call centre should you not have any issues or questions
Email: multiplyonlineshop@momentum.co.za
Tel: 0861 88 66 00 (Monday to Friday – 7h00 to 19h00)

Pricing

Why do other retailers sell the same product at a cheaper price?

We use the supplier RRP (Recommended Retail Price). There are retailers who opt to sell their products at a lower price which is at their discretion. We endeavor to provide competitive pricing and are always open to feedback from clients. However, we cannot guarantee that we will always be able to beat their price. Rest assured that we are exploring all options.

Why has there been a price increase on your products? Is there no way to let me know that prices will change?
Price changes occur frequently on the shop and as per supplier needs. A lot of the suppliers price will change according to markets (increase or decrease) or even a demand in supply chain. Our prices will always be as per the supplier RRP.

Spend Limits

What happened to the spend limits for my wife and I?

We have applied our family composition rule where a family has a combined spend limit per contract for the year.

Payments

What methods of payment do you support?

Master/Visa Credit Card
Master/Visa Cheque Card
Instant EFT

How do I know if My Card is approved for ecommerce transactions?
Your bank will have advised you if your card is enabled for online eCommerce transactions. If you have used your Cheque/Credit card previously for online transactions successfully, then your card is enabled for online transactions. Please contact your bank to verify if your card is enrolled for online transactions.

How do I know I'm in a secure payment gateway?
Payments are done by Peach Payments, a PCI Level 1 DSS certified payment provider, further certified by the Payments Association South Africa (PASA).

Who can I call at Peach Payments?
Peach Payments can only be contacted during office hours: Monday to Friday, 09;00 to 17h30 on (021) 200 5877, you can also email Peach Payment support team at support@peachpayments.com

What happens if money goes off my card and I don't get an sms?
You will need to contact your bank to verify the nature of this occurrence, possible reasons –
a. Your cell-carrier is delayed;
b. Your bank only does not notify you of the amount you paid, as per your notifications set up with your bank (i.e under R200);
c. You have chosen a different method to receive your payment notifications;
d. Please verify the number that you have set up for the SMS is correct.

What happens if I don't get my OTP?
1. Ensure your phone is turned on, and you have signal.
2. Ensure you are using the correct mobile number to receive the OTP.
3. Ensure the mobile number you are using is configured with your bank.
4. Ensure that there is no delay with your cell carrier.
5. You have set up alternative OTP methods, i.e. USSD, email, app based authentication.
6. If you are experiencing any of these issues, you will have to contact your bank.

Store Credit

How do I know if I have store credit?

You need to go to My Account and then click on store credit.

How do I pay with my store credit?
When you get to the payment screen and you have available store credit you have a choice to apply your store credit as a method of payment.

Products

Can I request for a product to be added to online shop?

We reserve the right to add a product as we have negotiated with each supplier. We add the suppliers most popular and best-selling items to the Multiply Online Shop.
Your email request must have the relevant SKU, image, product description and possible specs which can be sent to multiplyonlineshop@momentum.co.za
Please be mindful that some items that have just been launched to the market have a 3 month waiting period before suppliers will provide stock to any online platform.
(All add on requests must be approved by the Multiply Online Shop team based on the product availability from the supplier.)

Why do you advertise an item that is sold out?
This is a newly added feature that allows members to know that we currently do not have stock of the item and we will strive to update stock levels as soon as possible.

If an item is sold out what can I do to ensure I get the item?
Add the item to your wish list and you will get notice once the item is made available again. This will not guarantee that we will receive the sold out item as this is dependent on the supplier.

Vouchers

Can I return vouchers and gift cards?

No, we do not refund on any vouchers or gift cards purchased.


I have bought two vouchers but only received one. What should I do?
Email: multiplyonlineshop@momentum.co.za
Tel: 0861 88 66 00 (Monday to Friday – 8am to 5pm)
(If two vouchers have been ordered and you only received one, please ensure that you have all the necessary documentation (ie) receipts, proof of payment (copy of bank or credit card statement) to ensure that we may do a proper investigation)

Voucher Redemption Process:

The Pro Shop redemption process:
In-store:
1. At checkout present your code to the cashier.
Online:
Multiply The Pro Shop voucher codes need to be converted to a gift card for The Pro Shop prior to use.
Please click here and complete the contact form:
www.theproshop.co.za/contact
•Choose Gift Card / Discount Voucher Query as the subject
•Your nearest store
•How you wish to be contacted in return
•Specify you wish to convert a Multiply voucher code, provide the code(s)

You will receive a response with the new code for online use.

Follow the steps below to use the new gift card on the website.
1. Visit 2. Find your desired products and Add to Cart
3. Click on your Cart (this will display your chosen products)
4. Click Checkout Now
5. If you are an existing customer of the online store Login or alternatively Sign up
6. On the Checkout page after inputting your delivery details but prior to inputting your payment details go to the Order Summary block
7. Here there is an option to Pay with a gift card, input the gift card number and click Redeem.
8. Your balance will be adjusted down by the value of the gift card
a. If the card balance exceeds the amount due that difference will remain on the gift card, and the outstanding amount will be R0
b. If the card balance does not cover the amount due you will need to input further payment details
9. Once you have completed the rest of the required info you can submit payment.

For your e-voucher conversions to gift cards, operating times will be as follows:
• Mon to Fri – 09h00 to 18h00
• Sat – 09hoo to 16h00
• Sun -09h00 to 13h00

The process for Multiply voucher code redemption for Cycle Lab is as follows:

In-store:
1. At checkout present your code to the cashier.


Online:
Multiply voucher codes need to be converted to a gift card for Cycle Lab prior to use.
Please click here and complete the contact form: www.cyclelab.com/contact/
•Choose Gift Card / Discount Voucher Query as the subject
•Your nearest store
•How you wish to be contacted in return
•Specify you wish to convert a Multiply voucher code, provide the code(s)
You will receive a response with the new code for online use.

Follow the steps below to use the new gift card on the website.
1. Visit www.cyclelab.com
2. Find your desired products and Add to Cart
3. Click on your Cart (this will display your chosen products)
4. Click Checkout Now
5. If you are an existing customer of the online store Login or alternatively Sign up
6. On the Checkout page after inputting your delivery details but prior to inputting your payment details go to the Order Summary block
7. Here there is an option to Pay with a gift card, input the gift card number and click Redeem.
8. Your balance will be adjusted down by the value of the gift card
a. If the card balance exceeds the amount due that difference will remain on the gift card, and the outstanding amount will be R0
b. If the card balance does not cover the amount due you will need to input further payment details
9. Once you have completed the rest of the required info you can submit payment.
For your e-voucher conversions to gift cards, operating times will be as follows:
• Mon to Fri – 09h00 to 18h00
• Sat – 09hoo to 16h00
• Sun -09h00 to 13h00

Nando's FAQ
How long does it take for me to receive my voucher code?
Your voucher codes will be delivered within 6 hours after a successful payment.

Why have I not received my voucher code?
•Your voucher code might be delayed due to slow networks or it might be in your spam.
•Ensure the details provided were correct as it might also be sent to an incorrect recipient.
•You can view your voucher code on the online shop under the "My orders" tab

What happens if I provided incorrect details on the voucher?
If you have provided incorrect details on purchase of the voucher, we can unfortunately not assist since the voucher has already been sent to another person. It is critical you ensure all details are correct.

Why can I not use my voucher code on the various food delivery platforms?
The voucher codes can only be processed on point of sale instore. Food delivery platform's such as Mr. D and UberEats do not recognise the codes as tender.

Can I use my voucher for telephonic orders?
No, only instore, as well as on the Nandos website Nandos.co.za and on the Nandos SA mobile App.

What happens if my voucher code is not working? Who do I contact?
If your voucher is not working, you can contact the Nando's call centre on 086 011 3332

Can I get change on my voucher if I do not use the entire voucher amount?
No. Nandos will not give change for partial redemptions. You have to use the entire amount when making a purchase. You will not be able to use the left-over amount for another purchase later.

Woolworths FAQ

Can I use my Woolworths Gift Card online and instore?
Yes, the Multiply issued codes are redeemable instore and online

Why does the Shop show me what I could save and not the actual cashbacks to be earned?
The grocery limits and cashbacks are confirmed after all transactions from grocery partners (including Pick n Pay) have been reconciled. The actual cashbacks earned will be verified post the transaction and updated on the Rewards statement.

Will the Woolworths Gift Card affect my online shop voucher limit?
No, the Woolworths Gift Card spend contributes to your groceries (PnP & Woolworths) spend limit.

What can I buy with my Woolworths Gift Card?
The Woolworths Gift Card can be used to purchase all products found in Woolworths Stores throughout South Africa.

Can I use the Woolworths Gift Cards from Multiply at the Engen garage with Woolworths foods?
No, the gift cards are not redeemable at Woolworths stores at Engen Garages.

Where can I view my monthly spend limit balance for Multiply grocery benefit?
The spend limit balance will be available on your Rewards statement found on the Multiply website and App

How will it work if I want to buy a R2,000 Woolworths Gift Card, but only have R500 grocery limit left?
You will be able to purchase and receive the full cashbacks benefit for the R500 and difference will be at 2% cashbacks irrespective of your status.

If I return a product, will my spend limit be adjusted?
Your returns will be managed by Woolworths based on their existing returns policy.

Is my Woolworths Gift Card valid for 3 years from the date of purchase?
Yes, your vouchers will be valid for 3 years in line with CPA

Where can I check the Gift Card balance?
You may check your gift card balance instore at any till point before making your purchase.

Can I get the code resent to me if lost?
Yes, the Multiply call centre can resend the voucher on request or refer you to your order number under your profile

Can I get change on a partial gift card redemption?
No, the balance will remain on your Gift Card until completely used up.

Why can't I get discounts on my Woolworths Gift Card?
The product is a cashback only product therefore the discount option cannot be applied to the basket.

What happens if I want to combine my purchase and include another product which is not a cashback only product?
If you have a cashback only product in your cart at checkout, your basket will be defaulted to cashbacks. To be able to select discounts for a non-cashback only product, you will be required to remove the cashbacks only product.

Will the cashier be able to exchange my virtual card?
A: Please contact the Woolworths Gift Card department via email – giftcard@woolworths.co.za – and provide them with the card 16 digit card number and store name to investigate.

I have lost my Gift card, what process do I follow?
Woolworths will be able to block the card provided you provide them with the card number (this would be either the Virtual or Physical card number). The customer can go into any store requesting that the card be blocked or email the Woolworths Gift Card department via email – giftcard@woolworths.co.za. Please note that they will only re issue the balance amount at the time of the block.

If my Gift card is stolen, or I lose or misplace it, can I "block" that Gift card and get a replacement.
We will replace the value remaining on the gift card at the time the gift card was blocked. The customer will need to produce the proof of purchase and complete a Gift Card Replacement Form in store.

If I've lost my Gift card, but I know the number and the balance, can I get a replacement?
Woolworths will replace the value remaining on the gift card at the time the gift card was blocked. The customer will need to produce the proof of purchase and a copy of ID.

Can anyone use my Gift Card or am I the only person that is able to use it?
Anyone can use a Gift card. There is no form of identification done at the tills.

My Gift card has been damaged and no longer swipes. Can it be replaced?
Yes it can be replaced free of charge. You would need to go to the Customer Services Department or in a smaller store to a designated Gift Card Till to get a replacement card.

Can customers pay their Woolworths accounts, or any of their utilities accounts ( ie Eskom) with a Gift Card?
This card may not be used to make payments into any Woolworths account or Woolworths Loan or Visa account or utilities account.

Can I check the balance on my card?
Yes you can. Balance enquiries can be done for Gift cards at any till at any store in South Africa (excluding Engen)

Must the customer spend the full value of the Gift card in one shop, or can this be used over a number of purchase transactions?
The value of the Gift card can be spent over multiple transactions.

I have R100 left on my Gift card. I want to give this to my daughter but for R200. Must I buy another Gift card or can I "top up" my existing Gift card?
You can top up the existing Gift card. Simply go to any Till operator and present your Gift card and the tender for the amount with which you want to top up or add to the Gift card.

Can the Gift card be used to purchase any merchandise in the store?
Yes it can be used to purchase any MERCHANDISE. However, this card may not be used to make payments into any Woolworths account or Woolworths Loan or Visa account or utilities account.

Showmax FAQ

Why can't I get discounts on my subscription?
The product is a cashback only product therefore the option cannot be applied to the basket.

What happens if I want to combine my purchase and include another product which is not a cashback only product?
If you have a cashback only product in your cart at checkout, your basket will be defaulted to cashbacks. To be able to select discounts for a non-cashback only product, you will be required to remove the cashbacks only product.

How long does it take for my Showmax voucher to be sent to me?
The voucher will be delivered with 6 hours of delivery from when a successful payment is made

How will I receive my voucher code?
Your voucher code will be SMSed or emailed to the number provided when the voucher was purchased

I did not receive my voucher code and it has been more than the communicated 6 hours? What do I do?
You can log on to the Multiply online shop and view the code against the order number. It might be delayed due to slow networks.

Why can't I get discounts on my subscription?
The product is a cashback only product therefore the option cannot be applied to the basket.

What happens if I want to combine my purchase and include another product which is not a cashback only product?
If you have a cashback only product in your cart at checkout, your basket will be defaulted to cashbacks. To be able to select discounts for a non-cashback only product, you will be required to remove the cashbacks only product.

How long does it take for my Showmax voucher to be sent to me?
The voucher will be delivered with 6 hours of delivery from when a successful payment is made

How will I receive my voucher code?
Your voucher code will be SMSed or emailed to the number provided when the voucher was purchased

I did not receive my voucher code and it has been more than the communicated 6 hours? What do I do?
You can log on to the Multiply online shop and view the code against the order number. It might be delayed due to slow networks.

Spotify FAQ

Why can't I get discounts on my subscription?
The product is a cashback only product therefore the option cannot be applied to the basket.

What happens if I want to combine my purchase and include another product which is not a cashback only product?
If you have a cashback only product in your cart at checkout, your basket will be defaulted to cashbacks. To be able to select discounts for a non-cashback only product, you will be required to remove the cashbacks only product.

How long does it take for my Spotify voucher to be sent to me?
The voucher will be delivered with 6 hours of delivery from when a successful payment is made

How will I receive my voucher code?
Your voucher code will be SMSed or emailed to the number provided when the voucher was purchased

I did not receive my voucher code and it has been more than the communicated 6 hours? What do I do?
You can log on to the Multiply online shop and view the code against the order number. It might be delayed due to slow networks.

Cashbacks

What is cashbacks?

Cashbacks are a percentage of the amount you spend given back to you when you shop on the Multiply online shop. These Rand-value cashbacks are transferred directly into your HealthSaver savings wallet.

How do I get cashbacks?
Choose to save when you spend on the Multiply online shop by opting for cashbacks instead of discounts on your full basket. You can get cashbacks on vouchers and discount products.

Does cashbacks replace discounts?
No, you can either choose to earn cashbacks or get a discount on your Multiply online shop purchase.

Do my cashbacks expire?
No, cashbacks do not expire. You can save and spend them any time you want to.

What happens when I return a purchase I earned cashbacks on?
If you return a purchase from the Multiply online shop that earned cashbacks, we will refund you the amount of the item in Multiply online shop credit minus the cashbacks you earned. The cashbacks you earned will remain in your HealthSaver wallet.

Delivery and Tracking

How do I request a cancellation?

Go to My Account click on Returns then;
Click on request new return and complete the required info.
Once we receive this info we will provide feedback within 24 working hours.

Can I track my order status?
Yes, go to My Account – My Orders, and visibility of order status can be seen under the Status tab.

What is the delivery fee?
Delivery fees are to be determined by the weight of the product/s purchased. The delivery fees are inclusive of VAT.

Why can I not collect from the warehouse?
Our process and model does not allow for clients to collect from the warehouse. The warehouse only allows access to courier companies.

Returns

Can I track my returns request?

Yes, we will send you an email once you have submitted a return request. We will also send an email when we have provided you with feedback and this feedback is visible on the return request.

Handling Fees

What are the handling fees of suppliers and why are they so much?

Each supplier reserves the right to charge a handling fee which works for their business. We do not have authority to override their handling fees. We can only communicate and raise awareness.